Case study · Aura · WhatsApp & service ops
From a WhatsApp message to a runner at the door
Guests want to message, not call. Aura runs one bot behind the website, the in-room QR and the hotel's WhatsApp number — taking requests and orders in chat and routing each one to a runner's phone with an SLA, an owner and an escalation path.
- Client
- Multi-property hotel group
- Scope
- Guest chat & service request operations
- Approach
- ArgentQ Aura
- Status
- Live
The challenge
Guests messaged. Staff improvised.
Requests on sticky notes
Towels, amenities and orders lived on radios and paper, with no record and no SLA.
No single channel
Web chat, the room QR and WhatsApp weren't one conversation tied to the room.
Unclear ownership
No one owned a request end to end, so follow-up was manual and things slipped.
Slow at peak
Repetitive questions and requests overwhelmed the desk at check-in.
The solution
One chat in, one accountable job out
A single bot runs the web widget, the in-room QR (room number already attached) and the hotel's WhatsApp number. It answers from the hotel's own knowledge, takes requests and orders through guided flows, and hands every job to the right runner.
One bot, every channel
Web chat, room QR and WhatsApp (Meta Cloud API / Rannkly) with interactive buttons and quick-reply chips; it recognises returning and VIP guests and hands off to staff when needed.
Guided requests & orders
Multi-turn flows for room, item and quantity — service requests, food orders, luggage, newspaper, TV and guest-document requests; guests can check status or cancel in chat.
Routed to a runner
Jobs ring on the staff app with a custom sound; the first to accept owns it, with separate lanes for service, food and complaints and overdue jobs flagged in red with a timer.
SLA, owner, escalation
Two SLA clocks — the guest's wait and the staff labour — four-level escalation, and automatic delay and completion messages to the guest.
What it delivers
Service with a clock and an owner
Every request tracked
From the first chat to completion, with status the guest can see.
Faster, calmer front desk
The bot handles the repetitive asks; staff handle the exceptions.
Accountability built in
A named owner, an SLA and an escalation path on every job.
Proof of delivery
Delivery photos and a full record on every completed request.